Dyan Sanidad

Hi contractors, Dyan Sanidad here. I have more than 4 years of experience in Customer Service, and been worked in a smartphone account. We used to answer customer's inquiries/issues through email program. I have background in managing accounts(creating), processing of orders(billing/refunds/reposting), documenting of handled cases, and a little bit of troubleshooting(technical). We haven't been trained to handle technical issues, so we also practiced researching to find possible solutions through web, because some of these troubleshooting steps and articles can also be found over the internet. It's like giving an extra mile even if it's a referral to a technical support. We have also practiced first contact resolution, which ensures that all possible resolution are all provided on the first response, and we also make sure that the responses are personalized and unique, not robotic. I also once became a POC of my team. My job was analyzing dissatisfaction surveys of team members. I review if the advisor properly handled the case. I summarize the issue based on my understanding and record the solution that could have done differently, if the solution is proved inappropriate to the issue. I'm computer literate, knowledgeable in MS Word/Pages and Google services. I have a basic knowledge in Excel and can do administrative tasks such as email handling, data entry and social media managing,